![]() ![]() “That was pretty good,” Buur said, adding that it “was also the tipping point” that helped convince the rest of the company to move toward the adoption of self-service in other departments. Live chat decreased inbound calls by 42 percent. The combination of Zendesk Guide and Zendesk Chat decreased email volume by 55 percent. What’s more, the subsequent incorporation of Zendesk Chat into their support offering resulted in a 42 percent drop in inbound phone calls after just three months of use. “We now can make tickets that directly integrate forms with our backend system,” Buur said.Īnother telling statistic: Out of more than 3,500 searches studied during a 30-day period, only 78 tickets were created. The upshot: After implementing their new Submit Request form, Trustpilot’s incoming ticket traffic declined by 35 percent. ![]() ![]() Trustpilot’s user base can search the help centre for quick answers to their questions, or if users elect to submit a request, they’re automatically served up relevant help articles based on what they enter for their subject line. Trustpilot solved this problem by creating the Trustpilot Support Center, a responsive help centre that utilises Zendesk Support forms and smart search functionality. ![]()
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